Your performance as a seller is displayed via Amazon customer metrics. Amazon has put the criteria in place to make sure that sellers live up to the high standards they set for its customers.
In a nutshell, the metrics offer a means of quality assurance for merchants. Amazon’s customer metrics contribute to your overall seller rating. The seller rating is decided by Amazon’s measuring of your customer metrics along with seller feedback, and is scored out of 100.
You can see your seller rating on the homepage of seller central (along with a general account health overview).
Why Amazon Customer Service Matrix is important?
It’s critical to have a strong seller rating if you want to enhance your chances of winning the Buy Box (above 90). Your seller account may be suspended or even terminated by Amazon if you have a low seller rating, so you must take action right away if this is the case.
What are five key Customer Service Matrix Amazon Use?
There are five key customer metrics Amazon use to help calculate your seller rating:
- Order Defect Rate (ODR)
- Cancellation Rate
- Late Dispatch Rate
- Policy Violations
- Contact Response Time
Seller may find Amazon customer metrics by clicking the “Performance” tab on Seller Central, then click the “Account Health” tab. This gives you a detailed breakdown of your Amazon seller performance.
You can also view your “Perfect Performance” percentage on the performance page, which indicates the proportion of your sales that were approved, processed, and completed flawlessly, on schedule, and without any customer complaints in the last 90 days. According to Amazon, this proportion must be at least 95%.
Explanation of Customer Metrics:
Order Defect Rate (ODR): The Order Defect Rate (ODR) is a key measure of your ability to provide a good customer experience. It’s all orders with a defect (defined below) as a percentage of total orders during a given 60-day time period.An order has a defect if it results in negative feedback, an A-to-z Guarantee claim that is not denied, or a credit card chargeback.Amazon policy is that sellers maintain an ODR under 1% in order to sell on Amazon. An ODR above 1% may result in account deactivation.
Cancellation Rate (PFCR): The PFCR stands for the proportion of orders that the seller cancels before to shipment. Bad stock management is the main cause of this problem. Quite simply the seller can’t provide the product they’ve listed to the customer who’s tried to buy it.
Every seller must take responsibility for managing their inventory. The number of units a seller has for each product must be known, and after that, the number of units posted on Amazon must be verified. When a consumer makes a purchase, Amazon automatically updates your stock levels, so you should frequently check your inventory list.
The cancellation rate needs to be less than 2.5% to meet Amazon’s PFCR target.
Late Dispatch Rate (LDR): The percentage of your orders that were shipped late is the LDR measure. A late order is one whose shipment confirmation is overdue by three days or more, according to Amazon. You can ship a product to a client as soon as the order is placed, but your LDR will rise if you don’t update this information in your seller account and alert Amazon (and the consumer as a result). Therefore, don’t forget to notify Amazon each time you ship out an order.
The LDR should be less than 4% to meet Amazon’s target..
Policy Violations: You will be notified if you offer a product on Amazon that violates one of their policies, either because of the nature of the item or because of how the item is listed. Make sure to frequently check your “Performance Notifications,” which are located in Seller Central’s performance area. Your policy violations metric will show if you have unread notifications. You have no unread performance notices or notifications, according to a green checkmark. You have notifications or performance notices to read when there is a yellow exclamation point. You should read any notification or performance notices if you see a large red cross because Amazon is looking into your seller account.
Buyer-Seller Contact Response Time (CRT): The CRT indicator counts how many customer messages you’ve replied to within Amazon’s suggested 24-hour window. You should frequently check your Amazon messages. Additionally, you must respond to clients no matter what day of the week it is—even on the weekends. It’s crucial to plan your day so you can check your Seller Central account several times throughout the day. A smart seller should react to a customer inquiry in much less time than 24 hours. There should be no justification for being unresponsive because Amazon will inform you whenever a customer sends you a message.
To check,go to the Customer Service Dashboard, and there you will see the Customer Service Rating, Average Response Time, and First Contact Resolution Rate. Here you can easily check your last 8 weeks Customer Messages matrics. Your scores will be updated weekly.
Customer Service Rating:
Average Response Time:
First Contact Resolution Rate:
Here are 5 tips to improve buyer-customer message metrics.
- Shorten the time to respond to and resolve buyer issues and always meet Amazon’s 24-hour service level agreement.
- Confirm that you have an active email address associated with your Seller Central account
- Prioritise responding to fulfilment-related messages first (cancellation requests, return requests, etc).
- Acknowledge buyer complaints, apologise and ask what you can do to fix it.
- Do not send automated emails in response to buyer enquiries.
So, Amazon customer service matrix helps seller to see his overall performance in this market place. If all the matrix have good ratio that means seller can handle customer pretty well and customers are also getting good service from sellers. This all things also help a seller to get more customers. So every seller should maintain the Amazon customer service matrix.
We hope that this article will help you a lot to understand why Customer Service Matrix and Buyer-Seller Message Matrix are important and how it helps to grow your business and keep your Amazon account health healthy. Still, if you have any concerns regarding customer service or Amazon business, feel free to share them with us through the comment box. We will be more than happy to be a helping hand.
We combine the expertise, in-depth knowledge, and best practices for providing the greatest customer service for your Amazon business here at www.ecomclips.com
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